Customer Support Engineer
Job Summary
As a full-time remote Customer Support Engineer specializing in Windows and Active Directory, the Tier 2 Engineer will manage high-complexity technical escalations, providing expert troubleshooting and communication to executive-level stakeholders while supporting enterprise customers' IT infrastructure.
Key responsibilities:
- Serve as a senior technical point of contact for executive and VIP stakeholders during high-pressure incidents
- Manage complex customer relationships by providing technical guidance and ensuring issues are addressed at a business-impact level
- Conduct evidence-based troubleshooting for Windows and Active Directory integration challenges, ensuring robust solutions
Required qualifications:
- 7+ years of experience in a technical, customer-facing SaaS environment, with 2-3+ years handling mission-critical technical escalations
- Deep proficiency in Windows and Active Directory, including advanced diagnostic tools
- Proven ability to communicate complex technical issues to non-technical stakeholders
- Experience with evidence-based troubleshooting methodologies
- Strong mentorship skills, with a focus on documenting complex workflows for team knowledge sharing
Complete Job Description
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